Customer Service Manager
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Job Description
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About the job
Summary:
Our client, a dynamic and growing organization, is seeking a proactive and versatile Customer Care Manager to join their team. This role requires an individual who can handle a diverse range of tasks and transform the Customer Care department to a more strategic department.
Role Summary:
As a Customer Care Manager, you will play a pivotal role in establishing and optimizing the customer support department infrastructure within a startup environment. Your primary objective is to ensure customer satisfaction, trust, and loyalty by providing a seamless and positive experience throughout the customer journey. Leading the customer service team, you will ensure service standards are met, and issues are promptly resolved. Collaborating closely with various departments, you will work to deliver the best possible customer experience in alignment with company values, policies, SOPs, professional standards, and work ethics.
Main Deliverables:
- Establish customer care goals aligned with the company’s strategic growth plans.
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
- Build and lead an effective customer care and call center team to meet business needs.
- Manage customer complaints, ensuring swift and effective resolution.
- Analyze customer feedback for continuous improvement of the customer experience.
- Develop and maintain customer relationships, including managing key accounts.
- Monitor customer service metrics, utilizing data for process improvements.
- Recommend potential products or services based on customer needs.
- Stay informed about industry developments and apply best practices for improvement.
- Collaborate with other departments to enhance the overall customer experience.
- Lead, guide, and supervise staff on a day-to-day basis, addressing people management matters.
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Qualifications:
- Bachelor's degree in Business Management or a related field.
- 8-10 years of Customer Services experience, including at least 3 years in a managerial role.
- Excellent communication and interpersonal skills for building strong relationships.
- Strong leadership and people management skills with the ability to motivate and develop a high-performing team.
- Knowledge of industry and customer service best practices.
- Strong problem-solving and decision-making skills.
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Essential Requirements:
- Bilingual.
- Industry experience in courier delivery, shipping, or logistics.
- Available to join ASAP.
- Willing to relocate to Kuwait
Employment Type
Full Time
